Account Coordinator

About HireRight:
Headquartered in Nashville, Tennessee, USA, with offices all around the globe, HireRight is the industry's preeminent background screening company, providing innovative solutions for customers. Formerly known as PeopleCheck, HireRight's Australian office is based in the Newcastle region, NSW with clients spread throughout Australia and overseas.

At HireRight, we pride ourselves on providing our team members with an engaging, fast-paced and fun environment full of learning opportunities.

Overview:
This is a dual role that covers usual responsibilities under an Account Coordinator and Client Engagement Team (CET). Individuals in this role have the desire to provide exceptional customer service with a passion for working directly with the client and can show patience and empathy in day-to-day interactions. Individuals are also able to work as part of a team and can prioritise the needs of strategic and large customers, with the needs of smaller, SMB clients.

The Account and Client Engagement Coordinator assists to support Account Directors and Account Managers with high value and strategic customers. They assist with cementing, maintaining, retaining and growing customer relationships within the HireRight account base. The Account and Client Engagement Coordinator will utilise industry knowledge to assist with account plans and activities that foster customer learning, engagement and reference ability.

The Account and Client Engagement Coordinator will ensure response and resolution of numerous customer issues to achieve the highest level of satisfaction and product understanding for HireRight's largest and SMB clients. The role requires interaction with various customer contacts to facilitate problem resolution and escalate issues to appropriate personnel within HireRight. The Account and Client Engagement Coordinator works with the HireRight Team to proactively monitor issues and improve HireRight product/service delivery prior to customer impact.

**Responsibilities**:

- Develop/maintain long-term business partnerships with clients.
- Supports Account Directors and Account Managers on the strategic direction of client accounts.
- Prepares documentation and reports to be presented to clients.
- Has a solid understanding of HireRight systems to enhance a client's background checking program as necessary.
- Coordinates engagement strategies to drive customer intimacy, trust and sense of partnership. These will include targeted marketing programs and other low-touch strategies, and prioritising high-touch engagements to achieve our retention and growth goals.
- Ensures delivery of customer-specific requirements and reporting as defined and within customer deadlines.
- Responsible for using business communication skills to clearly communicate escalated customer issues to management.
- Contributes to and reports on revenue targets for Account Management Team as determined by management.
- Provide regular updates to management on customer status and action plans, needs and feedback to ensure product development and service delivery stay in tune with customer needs.
- Participate on calls and periodically participates in on-site presentations and meetings with customers as required.
- Ensures a prompt and accurate response to client-specific issues, including:

- Monitor of domestic and International searches and expedite background screening report delays;
- Monitor operational guidelines to ensure background reports are being processed in accordance to those guidelines; and
- Ensure additional information/documentation submitted by the client or client's applicant is updated to the report in a timely manner and ensure report notes are updated with current and accurate detail noting receipt of information.
- Serve as a liaison between HireRight and customer on problems or issues that arise.
- Monitor product performance via capturing data on reported issues.
- Report data trends proactively to Account Management Team members, Operations and Customer Service personnel.

Qualifications:

- 2-3 years Client / Customer Service
- 2 Years in Background Screening
- Understands basic principles of related legislation and regulation
- Generate Reports via Excel is considered a plus
- Professional Presence;
- Ability to work with people in multiple roles in a firm
- Intermediate skills with Microsoft PowerPoint and other Microsoft programs preferred

What do we offer:

- Please submit resume/CV in English._- HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee._